We make decisions based on what we think is fair and reasonable, accounting for the unique circumstances of each case we receive. We anonymise our decisions and write them in a way that prevents the person or small business complaining from being identified.
This database holds all the final decisions we’ve published since 1 April 2013 under the Financial Services and Markets Act 2000, as amended by the Financial Services Act 2012.
Your search returned 77095 results
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Decision Reference DRN-3141065
4 Nov 2021 American Express Services Europe Limited (AESEL) UpheldBanking and PaymentsDRN-3141065 The complaint Ms S is unhappy that American Express Services Europe Limited (AESEL) (“Amex”) suspended his credit card account on the basis of persistent debt. What happened In September 2020, Amex wrote to Mr S and explained that because his credit card account had been identi... (4 pages)View decision -
Decision Reference DRN-2832367
28 Jun 2021 Marks & Spencer Financial Services plc UpheldBanking and PaymentsDRN-2832367 The complaint Mrs B complains that Marks & Spencer Financial Services Plc trading as M&S Bank (M&S) lent to her irresponsibly. What happened Mrs B applied online for an M&S credit card in May 2018, following a referral from a comparison website. This was approve... (3 pages)View decision -
Decision Reference DRN-4640881
7 Mar 2025 Capquest Debt Recovery Limited UpheldConsumer CreditDRN-4640881 The complaint Mr O complains that Capquest Debt Recovery Limited (Capquest) are chasing him for a debt he believes was lent to him irresponsibly and sold without warning. He also complains that he hasn’t been provided with evidence the debt was legally purchased. What happe... (3 pages)View decision -
Decision Reference DRN-3162334
15 Feb 2022 Hoist Finance UK Limited Not upheldBanking and PaymentsDRN-3162334 The complaint Miss G complains that Hoist Finance UK Limited (Hoist) is asking her to repay an old debt that was settled as part of a debt management plan (DMP). She’s unhappy that Hoist can’t give her evidence of the outstanding balance. Miss G wants Hoist to stop asking her t... (2 pages)View decision -
Decision Reference DRN-3467582
23 Aug 2022 Arrow Global Limited UpheldConsumer CreditDRN-3467582 The complaint Ms E complains Arrow Global Limited have chased her for an overdraft debt which she says they shouldn’t have. A number of companies have contacted Ms E about this debt, but as all were acting on behalf of Arrow, I’ve just referred to Arrow in this decision. What h... (2 pages)View decision -
Decision Reference DRN5675062
16 Apr 2018 Legal & General Partnership Services Limited Not upheldBanking and creditMr and Mrs K complain that Legal & General Partnership Services Limited gave them unsuitable mortgage advice.backgroundMr and Mrs K had an existing mortgage and a number of unsecured debts. L&G recommended in October 2005 that they re-mortgage and consolidate uns... (2 pages)View decision -
Decision Reference DRN5657713
6 Jan 2020 The Royal Bank of Scotland Plc Not upheldBanking and creditMr W complains that The Royal Bank of Scotland Plc (“RBS”) shouldn’t have given him a loan. He says his personal circumstances meant that it was inappropriate – the bank acted irresponsibly when it granted him the loan.backgroundMr W says he contacted RBS in January 2018 to ask if it would... (3 pages)View decision -
Decision Reference DRN-5278474
22 Jan 2025 Southern Pacific Mortgage Limited UpheldMortgagesDRN-5278474 The complaint Mr L complains that Southern Pacific Mortgage Limited (SPML) took payments from him in respect of a mortgage after he had been discharged from bankruptcy, and that it reported missed payments to his credit file. What happened Mr L took out a mortgage with SPML ... (4 pages)View decision -
Decision Reference DRN-2810993
26 May 2021 National Westminster Bank Plc UpheldConsumer CreditDRN-2810993 The complaint Mr V complains that National Westminster Bank Plc sent him a letter to say it wasn’t pursuing him for outstanding debts but that a third party is still trying to collect payments. Mr V also complains that NatWest failed to offer support whilst he was experiencing ... (2 pages)View decision -
Decision Reference DRN5465334
26 Apr 2013 DAS Legal Expenses Insurance Company Limited Not upheldInsurance (excluding PPI)This complaint arises from DAS’ decision to decline Mr C’s legal expenses insurance claim.backgroundSince 2008 Mr C had been in dispute with his bank over the outstanding debt under a credit card agreement. Mr C refuted the allegation and wished to take legal action against the debt colle... (3 pages)View decision